Adding discretionary to-do tasks

Discretionary to-do tasks are defined for specific types of cases. Typically, they are used for simple activities that are not associated with a workflow and that happen frequently, but not as part of every case. For example, a discretionary to-do task might be used to record the completion of making contact by telephone with a client.

About this task

Discretionary to-do tasks are defined as part of the solution. To add a discretionary to-do task to a case, you select the task from a list of discretionary to-do tasks that are defined for the case type.

Procedure

To add a discretionary to-do task:

  1. On the Case Details page, click Add To-Do.
  2. From the list of types, select the type of to-do task you want to add, enter a name for the task, and click OK.
  3. Click Refresh to display the new to-do task.
  4. Expand the to-do task to define any properties for the task or to mark the task complete.